Omni Customer Support 1.0 description

Omni Customer Support 1.0 is the right tool if you want to improve the quality of your customer support. It enables you to create a searchable knowledge base of all your customer support issues. As the number of issues increases, the harder it is to find the right issue from the hundreds or thousands of other issues. A linear search of the issues is not going to work. You want to find the most relevant issues, so the results need to be ranked accordingly. This is what Omni Customer Support does, because it is built around a search engine.

Omni Customer Support currently supports single users. Multiple instances currently cannot share the same index. The index can be copied between instances, but changes made to one will not be reflected in others. A multi user version is in the works and should be available in early 2008

Major Features:

Omni Customer Support allows you to improve the quality of your customer support

The underlying search engine technology allows your support staff to quickly determine the correct problem your customer is experiencing and provide the solution

It allows new staff to be immediately productive without a costly investment of learning all the known support issues

It enables you to track the problem areas of your product so you can see what areas need improvement in the next release

Enhancements: The most requested features have been added since the first beta release.